As part of our collaboration with IS Helpline, we worked to improve the web content on getting your first student card – and saw the support calls on this topic nearly halved.

The end of 2017 marks the first anniversary of our collaboration with IS Helpline to iteratively improve their IT help provision. A year in, we look back at some of our achievements in the process of improving the user experience around IT support at the University.

This summer we worked with IS Helpline, Student Induction and Student Systems to improve our digital provision for new students.

Our tech team recently did some great work for IS Helpline, creating a bespoke webform that directs users to self-serve before submitting an enquiry. The form itself, though, isn’t what will ultimately help reduce support calls—it’s an iterative process of user testing, editorial improvements and analysis.

I recently re-ran a usability study for the IS (Information Services) Helpline which I had first conducted back in June. The results, though far from perfect, are encouraging enough to reaffirm our conviction in the value of repeat usability testing.